Are you an experienced customer service professional with strong communication skills and a keen eye for detail? U.S. Legal Support is looking for a Senior Records Representative to join our team! In this role, you will be responsible for handling escalations, training new employees, and managing record retrieval processes while ensuring excellent customer service. 📍 Location: Onsite - Houston, TX (Greenspoint) 🕒 Schedule: Monday - Friday, Standard Business Hours Key Responsibilities: Customer & Custodian Relations: • Respond to inbound and outbound calls and emails while managing escalations and the “do not call” list. • Communicate with custodians to confirm receipt of record requests and ensure timely delivery. • Establish and maintain effective and cooperative working relationships with customers, clients, and custodians. • Advise custodians on necessary actions and strategies for record collections. • Act as a liaison between custodians and Customer Service Representatives to facilitate efficient record retrieval. Operational Excellence: • Track and update records using CRM software, ensuring accuracy and compliance. • Monitor outstanding requests and overdue records, taking appropriate action for resolution. • Maintain detailed documentation of custodian interactions, inquiries, and resolutions. • Organize follow-ups, escalation calls, and coordinate with supervisors as needed. • Ensure that all processes align with company policies and quality standards. Education & Experience: • 2-4 years of experience in a fast-paced customer service contact environment (B2B preferred). • Proven success in collections and/or customer service with a stable work history. • Customer Relationship Management (CRM) software experience required. • High School Diploma or equivalent required; relevant college coursework or certification preferred. Perks & Benefits: At U.S. Legal Support, we offer a comprehensive benefits package, including: • Medical, Dental, and Vision insurance. • 401(k) with company match. • Paid Time Off (PTO) and 9 paid holidays. • Paid Parental Leave. • Short- and Long-Term Disability. • Employee Assistance Program. • Flexible Spending Accounts and Commuter Benefits. If you are a motivated and results-driven professional looking to make a significant impact, apply today!